Frequently Asked Questions
1/ Freight
1.1 Is the freight rate for each plant or for the whole order ?
Answer. The freight & packing rate is for the whole order.
1.2 How long does it take to get to my place & do the plants survive ?
Answer. They get their quickly (see freight & packing section for details) & arrive in good condition & are guaranteed to do so.
1.3 How are they sent ?
Answer. They are sent by Australia Post `Parcel Post'
1.4. After I send my order when can I expect to receive my plants ?
Answer. We are usually able to send orders that have been received & paid for by the preceding Wednesday on the following Monday or Tuesday. (excluding WA, Tas. & NT....see below & freight section)
2/Packing
2.1 How are they packed.
Answer. Each plant is individually prepared so it will not dry out, remain in its pot and remain in tact for the trip. Your plants are then laid horizontally in recycled cardboard
cartons and surrounded with shredded paper......so they will not move even with the rough treatment they might receive in transit.
2.2 How long can they survive in the postal system ?
Answer. They are prepared & packed to travel the world & back if need be. Orders to remote parts of N-W Australia frequently take 10 days to get there & arrive in good condition. An occasional order (not picked up by receiver) has taken longer to 2.5 weeks & still plants
will arrive in good condition....although some may drop some foliage.
3/ Guarantee- Refunds & Returns
3.1 What does your guarantee cover ?
Answer. Our unique guarantee means that if your plant dies within 4 months of sending we will either replace it with the same or plant of similar value of your choice or send a refund.
The guarantee is cognisant of the plant being suitable for the area & that the purchaser
has applied normal plant sense in careing for the plant.
3.2 What do I do if my plant dies & I cared for it correctly ?
Answer. Just use the comment box in the very last part of the order form & say
something like `Plantus moribundus' died after `x' weeks. Please replace it with plant
`y' or plant `z'.
3.3 Can I return a product if not as ordered.
Answer. Products can be returned in their original condition to Paradise Distibutors, 9 Paradise Place Nambour Qld 4560. Please include with your return: your name, address and your Reference/Invoice No. from the paperwork that accompanied your order. Also advise whether you require a refund or a replacement.
4/ Parries....Paradise Bonus Rewards System
4.1 What are Parries ?
Answer. Each order we send out will have a voucher with bonus points (Parries) awarded. The bonus points will be on the basis of 10 Points (Parries) for every $10.00 of purchases. Most plants we advertise in the main part of our catalogue will have its Parry value to purchase listed in brackets after the price.
4.2 How do I claim a plant with my Parries ?
Answer. When you wish to use your Parries just send in your vouchers or fax or phone them. If ordering on our website just write in the Comment Box , at the very end of the order form, how many Parries you have & what you would like to buy with them. Remember the bonus point vouchers are dated and have an expiry on them and once expired they are invalid.
4.3 Are there any conditions on the use of Parries ?
Answer. Yes Parries must accompany an order valued at $20 or more. You cannot use your Parries until you have at least 90. Parries are not exchangeable for cash nor deducted from the order value & are not transferable to another person. Simply choose your plant to buy with the unexpired Parries you hold.
4.4 What If If the plant costs less than the Parries you hold ?
Answer. If say you have 150 unexpired Parries & you buy a plant worth 120 Parries ...we will send back change of 30 Parries.
4.5 Do you keep a record of how many Parries I have ?
Answer. No....if you wish to use your Parries you need to hold on to your vouchers.
4.6 What do I do if I still do not know how to use my Parries ?
Answer. Phone us on
5. WA, TAS & NT Orders
5.1 Are you authorised to send plants to Western Australia, Tasmania & the NorthernTerritory ?
Answer. Yes we do the necessary treatments, inspections & documention. This is a very time consuming,
expensive & intricate process for us & involves red tape & liason with Dept of Agriculture in WA and Tas & Dept of Primary Industries in Qld & NT. We are one of the few nurseries happy to do the process.
5.2 When do you send to WA, Tas & the NT ?
Answer. We need to do all the orders in one batch in order to keep the DPI inspection charges ($160 per hour when you add their travel time) under control.
We send every 5-6 weeks & advertise the dates in our catalogues. The plants leave on a Thursday & keep travelling all weekend to you.
5.3 How long do they take to get to WA, Tas & the NT ?
Answer. They usually arrive the following Wednesday or Thursday. To remoter areas they will be 2 or 3 days longer but usually in the same week. Even if they do not arrive to the following week the plants should be OK. If you use Express Courier plants will arrive 2 or 3 days earlier than normal. We do recommend Express Courier for fragile plants & remote areas. Having said that most customers in remote areas take the cheaper Parcel Post road option & they continue to reorder over many years.
5.4 If I want Express Courier how do I fill out the Order Form ?
Answer. The automated order form will not allow for automatic Express Post Calculation.
So you need to manually add 10% to the total calculated automatically (this includes normal freight).
In the Comment Box at the end of the order you need to say you require Express Post.....if you pay by credit card we will add the 10% on when we manually process the payment. If you pay by cheque or money order....you need to copy the order & send it in with the 10% added with your payment.
You can phone or fax the order & send the payment also.
6. Visiting our Nursery.
6.1 Am I able to visit the Nursery ?
Answer. We cannot be all things to all people & are set up to send plants Australia wide (& worldwide)
by Parcel Post. We spend all our time packing, growing & cataloging plants. We are not set up as a Garden Centre.
6.2 What if I am persistent & still want to visit ?
Answer. We do some appointments for quick visits but we have to take you around on an an individual basis as we do not set the plants out with name tags for self guided tours. Phone for an appointment...mondays and weekends are not possible.
6.3 What if I am an old time customer.....can I just drop in ?
Answer. We love meeting our old time customers & often do. Yes you can but you should phone first & realise that we may not be available at the only time you can come.
6.3 Can I pick up at the nursery ?
Answer. Yes you can at an appointed time. You need to phone before you come please.
6.4 How do I get there ?
Answer. Our address is 9 Paradise Place Nambour Qld. We are only one km from the centre of Nambour.
Paradise Place is a new address & is only listed in new refadexes etc. If you have an old one just look up Bonney St.. Bonney St is only a short street & Paradise Place runs off it to the left near the end.
These are the directions. From the Brisbane (south) direction. Take the Nambour Connection Rd left off the Bruce Highway...head to Nambour. Go a few K's to the 1st set of lights (KFC on corner) & turn left into Arundel Ave. Go about 300m to the next set of lights & turn left into Elizabeth St. Go 600m & turn left into Bonney St. Go 300m & turn left into Paradise Place. At Paradise Place look straight down the hill...take the leftside driveway that says Paradise Distributors by Appointment Only.
Go 70m past the first house to 9 Paradise Place.....our house is there & if we have arranged to meet you at the nursery just go another 70m to the left along the dirt track as far as you can go.
From the Gympie (north) direction ...driving through Nambour turn right at the last set of lights (KFC on corner) into Arundell Ave & follow the directions above.
7/ Ordering Plants
7.1 Can I order by phone ?
Answer. Yes you can phone 07 5441 5921 between 8.00am & 6.30 pm any day.Qld Time.
From 4th October to 4th April (Daylight Saving months) Qld is 1 hour behind NSW, ACT & Vic, 30 minutes behind SA & 30 minutes ahead of NT & 2 hours ahead of WA.From 5th April to 3rd October Qld time is the same as NSW, ACT, Vic & SA, 30 minutes ahead of NT & 2 hours ahead of WA.
NB Qld, NT & WA do not use daylight saving. Daylight Saving dates change on a Sunday.
7.2 Can I order by Mail ?
Answer. Yes you can & if you write our address with the Reply Paid Number you do not have to use a postage stamp. This can be convenient if you are out of stamps.
You just write it like this: Paradise Distributors, Reply Paid 66743, 9 Paradise Place, Nambour, Qld,4560.
7.3 Can I fax the order in ?
Answer. Yes you can. Fax is 07 5441 5456.
7.4 What if I do not have an official order form ?
Answer. We are not the government !! You can use any piece of paper but you need to include all information including telephone number.
7.5 What are common mistakes that people can easily make when ordering.
Answer. When ordering by mail or fax common things forgotten are:
name & address, phone number, incorrect credit card numbers, no expiry date. If paying by money order its a very good idea to write your name & address on the back of the part you send away.
8/ Paying for Plants
8.1 How do I pay for plants ?
Answer. We take credit card, cheque & money order payments. All payments are done before the plants are sent.
8.2 Can I do a direct payment into your Account ?
Answer. Yes just tick the cheque/money order box on the order form. Then write in the comment box
on the order form that that you have done a direct payment for $x on the exact date you have done it..
Pay into Account Name RW & BA Chalmers Trading As Paradise Distributors
BSB 014 669
Account Number
8.3 Is your credit card payment protocol secure ?
Answer. Yes...we use the best available & trusted NAB Transact conducted by National Australia Bank.
8.4 Do you store the credit card numbers used in placing an online order & processed by NAB Transact ?
Answer. No. But your number can be stored on your own computer for ease of future use.
8.5 Do you keep a record of credit card numbers taken over the phone ?
Answer. No. You need to give us the numbers each time you place an order by phone or mail.
9/ Privacy Statement
9.1 What is your Privacy Policy ?
Answer. We will never pass on your name or personal information to another business or any 3rd party.
...except as required to conduct business with you as explained below.
We collect information about your purchases to provide our direct mail products and services to you. We usually collect personal information such as name, contact information, delivery details, order and payment details. For your convenience in placing orders online our web site can store a ‘cookie’ on your computer that contains the personal information you have previously entered. If you do not wish this ‘cookie’ to be stored on your computer you should refer to your internet browser’s help function to find out how to turn this feature off. If you do not provide the information required by us it will affect our ability to provide you with our products and services.
Your personal information is required to fulfil your order, process required payments and keep you informed of the products and services we provide. We need to provide your information to other parties in order for them to fulfil services on our behalf as part of us providing our products and services to you. If we do this we require these parties to protect your information in the same way we do. The types of organisations we need to disclose your personal information to include:
- ...Australia Post and private delivery companies who deliver your order on our behalf;
- ....Service providers involved in our electronic banking and e-commerce processes in respect of processing orders and the associated payments.
You can request access to the personal information we hold about you. You may ask us at anytime to correct this information where you believe it is incorrect or out of date. To access the personal information we hold about you please contact us detailing the information you would like to know. Once we have confirmed your identity we will endeavour to respond to your request as quickly as possible.
If you have a complaint about our Privacy Statement or its application then please detail your complaint in writing to:
Privacy Officer
Paradise Distributors
9 Paradise Place Nambour Qld 4560
10/Security of Credit Cards
10.1 Is your website secure fro Credit Card Payments ?
Answer. This is a secure site under the Security Protocols the National Australia Bank administered under its NAB Transact Package.
10.2 If I give you my credit card number over the phone or by mail or fax or email how do you ensure its security ?
Answer. We do not hold credit card numbers on our premises, when used they are destroyed.
10.3 Do you keep credit card numbers on your computer ?
Answer. We do not keep credit card numbers on our Computer.
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3/Western Australia & Northern Terriitory 3.1 Do you do the Plant Quarantine Procedures necessary to legally send plants to Western Australia & the Northern Territory. Answer. Yes we do. 3.2 When do you send to WA & the NT ? Answer. Approximately every 5-6 weeks.The dates for sending are shown in each new catalogue & in the freight section.We usually send on a Thursday & they will keep travelling all weekend to get to you. 3.3 What is the route to WA ? Answer. We send on a Thursday usually if going by road, so the parcel picks up the fastest connections over the Nullabor to Perth for WA. They go Nambour to Brsbane overnite by truck to Parkes NSW same nite....to Indian Pacific Train Friday morning to reach Perth by train by Wednesday & inspection at mail centre & on forwarding. 3.4 Do you recommend Express Post for WA & NT ? Answer. As Express Post costs 20% more (ie whole order cost plus freight & then add 20% to the w